Senior Media and Technical Support Specialist

HBX / Harvard Business School - Boston, Massachusetts - Full time

The mission of Harvard Business School (HBS) is to educate leaders who make a difference in the world. 

HBX is Harvard Business School’s vision of business education reimagined for the digital age. We support the HBS mission by creating online learning experiences that bring business education to life. While product development is ongoing, our current offerings include: HBX CORe, our primer on the fundamentals of business and HBX Certificate Programs, a series of programs intended to showcase faculty ideas. Products are delivered through unique platforms, including 1) our online platform that offers self-paced learning experiences grounded in interactive, real world problem solving, and 2) HBX Live, a one-of-a-kind virtual classroom that allows participants worldwide to interact in real-time with one another and a faculty member much as they would in a traditional HBS case classroom.

The Senior Media & Technical Support Specialist has dual responsibilities in offering exceptional computing and administrative support to participants for our online offerings, largely through email and remote-support-tool contact, and in supporting our HBX Live platform that uses video conferencing technology, primarily through phone support. In addition, this role will act as the system administrator for user management and systems for HBX Live. As HBX continues to scale the support model for both the course and live virtual platforms, this role requires someone who is flexible and is able to adapt to different support models and environments. The Specialist shows strong technical and professional skills, and provides world-class customer service. S/he resolves customer service requests by providing timely, high-quality resolutions on first contact and referring those not resolved quickly to other teams (technology, administrative or content) after ensuring they are properly documented and prioritized.

The ideal candidate will be an energetic quick learner with support experience, have solid technical skills and experience supporting both Microsoft and Apple personal computing environments, and demonstrate superior interpersonal and communication skills.

Responsibilities

- Act as a team lead in end user technical support for participants, via email, phone, and, in some instances, in-person.

- Support live productions by assuming production crew roles during classes and events.

- Answer support emails and phone calls from a wide-range of participants, including alums, high-level staff members at HBS, and students.

- Assist with training faculty in the usage of the HBX Live studio outside of and during productions.

- In collaboration with a technology partner, act as the system administrator for user management systems for HBX Live enrollments.

- Work with the team to troubleshoot and resolve virtual classroom technical issues, liaising with vendors as necessary.

- In conjunction with the team, manage the HBX Live platform and perform technical and administrative tasks for production readiness.

- Directly support remote end-users on Windows and Mac OSX based computers by configuring required software components, and troubleshooting video conferencing problems.

- Answer support emails and phone calls from a wide-range of participants, including alums, high-level staff members at HBS, and students.

- Assess new hardware and software solutions.•Create and document technical processes.

- Facilitate HBX Live studio tours as necessary.

- Monitor incoming service channels and ticketing system for Course Platform and Administrative Systems during down times for HBX Live, or during high demand for the other product lines.

Basic Qualifications

5 years of relevant work experience

Additional Qualifications

- Intermediate technical knowledge with current/prior versions of Microsoft and Apple operating systems and Office applications (specifically Excel)

- Strong aptitude to quickly learn and retain technical skills and institutional knowledge

- Ability to successfully manage many simultaneous work items of changing priority

- Strong ownership, accountability, and attention to detail in all work efforts

- Can easily present technical concepts to customers in non-technical language

- Demonstrated ability to troubleshoot end user environments in Windows / OSX

- Familiarity with A/V and video conferencing hardware and software

- Outstanding verbal and written communication skills

- Exceptional ability to manage multiple projects and responsibilities

- Ability to capture and maintain accurate technical documentation and knowledge management content (internal and customer facing)

- Strong maturity, professionalism, and judgment; ability to complete most work with minimal supervision

- Superior interpersonal and written/verbal communication skills

- Familiarity with higher education and supporting faculty a plus

- Experience with live media production roles is a plus

As HBX programs have a global audience, we offer classes at times that best serve a breadth of time zones. Accordingly, this position requires a flexible work schedule. Candidates can expect 1-2 days per week when their hours may shift and/or may need to work on an occasional day on the weekend.

HBX Live classes are hosted at WGBH (1 Guest Street, Boston MA) – travel to and from main office (175 N. Harvard Street, Boston MA) is required

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

HBX / Harvard Business School

HBX is Harvard Business School's vision of business education, reimagined for the digital age. We invite you to look around, explore what we're doing, and engage.

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